Complaints

This profile includes complaints for Carrier Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carrier Corporation

  13995 Pasteur Blvd Palm Beach Gardens, FL 33418-7231

• 

  Carrier Corporation

  PO Box 4808 Syracuse, NY 13221-4808

• 

  Carrier Corporation

  PO Box 4808 Syracuse, NY 13221-4808

• 

  Carrier Corporation

  PO Box 4848 Syracuse, NY 13221

• 

  Carrier Corporation

  PO Box 4952 Syracuse, NY 13221

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $6000 for an air container and under 2 years the blower broke. I had yo pay $600 to replace it. The air container contract is was under the warranty. I called the company who installed it and they said it was Carrier fault because they believe it was a manufacturing fault. I called Carrier and they denied that and said I should call up the company that installed it. They won't help me either.

  Business Response

  Date: 05/23/2023

  Dear ***************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty Carrier provided on Model: 50ZPD036---30TP Serial: ********** is a limited 10-year parts warranty from the date the equipment was installed for the original homeowner. The unit also has a 10-year warranty on the Aluminized Heat Exchanger and a 20-year warranty on the Stainless Steel Heat Exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... 
  
  If your dealer believes the motor failed due to a deflect, your dealer will need to reach out to the local distributor and ask to speak with the **************** Manager. They will need to provide the failed motor for investigation as well as supporting documents as to why the think this was a manufacture defect. 
  
  Once your dealer reaches out to the **************** Manager they can try and determine the root cause of the failure. 
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Carrier on 05/16/2023 and asked if the **** had a warranty since the previous owner of my property had bought the home brand new. The customer service rep looked up the serial number and said it was only 5 years from the time of purchase of the home and since the previous owner did not register for the warranty, I will need to have proof of when the previous owner close on the property. I asked her will the tax documents which clearly shows when I purchased the home and previous owner purchased the home which clearly shows the home was purchased by the previous owner was 08/27/2018 and which the warranty will still be good, and she started case for me case# (*******). I contacted a service provide which she had given me and paid $75 for the diagnostic only to be told that the warranty it's not showing and that it was from the time of purchase by the builders not owner and that will around 04/30/2018 when it shipped to be installed since there's no record. I call back and was then told I need to register the **** but only the previous owner can do that because they have all necessary information. I asked to speak supervisor as I feel the tax document and time of purchase by the builders should have been enough information as the original customer service explain to me. I was than place on hold for over an hour only to disconnect and told that supervisor was done for the day.

  Business Response

  Date: 05/18/2023

  Dear *******************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Our records show Serial ********** was never registered by the original owner. When equipment has not bee registered the dealers and distributors base the warranty dates off the ship date of the equipment. 
  
  I have reviewed purchase history for ****************************************************** and show the original owners closed on the home 8/29/2018. Our management team reached out to you via email on 5/17/2023 asking that you provide any documentation you may have regarding the closing date you may have for the previous owner. We did not receive a response back from you. 
  
  As a one-time good will gesture I have registered serial ********** under your contact information. our warranty records now show the 5-year limited parts only warranty expires 8/29/2023. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... I have attached a copy of your registration for your convenience.  
  
  Thank you, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  
  

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two carrier units in the current house I live in. One in 2017 for ******** from a carrier dealer in *********** **, ********************* who is now retired. I purchased the second from him in 2019 for ********. Earlier in my life I built two houses and out carrier units in both houses. Ive never had a problem until now. The unit I purchased in 2017 has had the capacitor go out three times! Carrier paid for the part but not the labor. The labor is ****** every time! Im disabled and on a limited income! A unit bought in 17 should be breaking down every summer! I think carrier should refund my labor fees or replace this unit!

  Business Response

  Date: 05/05/2023

  Dear ***********************, 
  
  On behalf of *****, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on Model: PH14NB04200GAAAA Serial: ********** is a 10-year limited parts warranty from the date the equipment was installed for the original owners. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...
  
  There are many things beyond the control of a manufacturer that can cause a capacitor to fail, voltage surges, incorrect refrigerant charge, to name a few. I would suggest speaking with your service provider to get their recommendation on surge protectors. 
  
  I am very sorry for the problems you are having presently; however, our warranty system indicates no claims were submitted during the warranty period. 
  
  Unfortunately, without documentation that you had the equipment properly maintained by a licensed HVAC servicer, and service tickets to support your claim of issues during the warranty period, we have no other alternative but to decline your request for compensation or concession beyond the terms of the original limited parts warranty coverage. 
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  Phone: ************
  Email: ******************************
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED A **** HVAC SYSTEM. IT WAS INSTALLED ON OR ABOUT 11/23/20. IT IS UNDER WARRANTY BUT I AM TOLD I MUST PURCHASE THE 800 PLUS DOLLAR PART AND WAIT TWO MONTHS TO HAVE MY MONEY REINBURSED. THIS IS NOT DOABLE FOR ME. THIS IS ALSO NOT THE ***** I PURCHASED UNDER . THE WARRANTY IS 10 YEARS . I AM ON DISABILITY AND CAN NOT AFFORD TO GIVE MY MONEY AGAIN (JUST LIKE PAYING AGAIN) . I HAVE TRIED TALIKING TO BOTH THE DISTRIBUTOR AND HAVE TRIED TO CONTACT BOTH CARRIER AND ICP . PLEASE HELP

  Business Response

  Date: 05/03/2023

  Dear *****************************, 
  
  On behalf of International Comfort Products (ICP), I am very sorry to learn of the problems you have experienced with your equipment.
  
  The warranty ICP provided on Model: N80ESN0902120A1 Serial: ********** is a limited 10-year parts warranty from the date the equipment was installed for the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. 
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses.
  
  At your dealer's discretion, they may choose to charge a customer up front for a part and reimburse the homeowner once they have filed a warranty claim and returned the part to receive reimbursement. This decision is sole make by your dealer, and we cannot control their business practices. 
  
  If you are unable to pay for the part up front as your dealer has requested, you may need to contact another local dealer and ask them if they charge for a warrantied part up front. 
  
  I understand this was not the resolution you were seeking. I am sorry we are unable to provide a response more in your favor.
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  Email: ******************************
  
  

• Initial Complaint

  Date:04/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a homeowner and purchased a new Carrier heat pump and air conditioning unit less than five years ago. When purchasing this unit, I did a good amount of research and believed I was buying a high-quality brand. Given my experience with Carrier, I believe I made a mistake in purchasing this brand as the unit is of very poor quality.Buyer beware that the 10-year warranty covers the parts only. The owner will be responsible for all of the associated diagnostics and labor costs to replace defective parts. To date, I have needed six separate diagnostics/repair service calls. The service calls entailed diagnosing and replacing a pole contactor, TXV, coil, contactor coil and fuses and finally the compressor. All of these repairs came at my total cost of $2,150 for labor associated with Carrier poor quality. Original labor estimates were at a higher cost, but my service provider has tried to assist with associated labor. Additionally, I have validated the amount of time required to repair these defects through other service industry professionals.I originally sent email communication to Carrier through their automated system and never received a response. I recently called the 1-800-Carrier number regarding the compressor replacement and spoke with two individuals only to be told that Carrier only pays for the parts. I am very unhappy with the level of service and quality of this company and write this complaint to inform other consumers of my experience.

  Business Response

  Date: 05/03/2023

  Dear ***********************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier is very much interested in seeing that the equipment we manufacture performs well. Before any component is selected to become a part of our products it is subjected to rigorous factory testing and we fully expect those meeting our specifications, with proper maintenance, to give many years of good service.
  
  The warranty Carrier provided on Model: 25HCE436A0031011 / FV4CNF003L00EBAA Serial:2018E36341 / ********** is a limited 10-year parts only warranty from the date the equipment was installed for the original owner. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... The labor warranty was provided by the installer for a period of time as determined by them. I have attached a copy of our warranty card that outlines our warranty coverage, a copy of the warranty card should have been provided to you at installation by your service provider. Im sorry if you were not provided with this documentation at the time of your purchase.
  
  Our records indicate a warranty claim was filed for your compressor repair on 4/12/2023 and one prior repair claim for your Evaporator coil on 6/16/2022 due to a leak in the coil.
  
  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; therefore, if you can provide a paid itemized invoice outlining the labor cost, service fee, refrigerant cost,ect. Will review the invoice and determine if there is any financial assistance we can provide.
  
  Sincerely, 
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19997790
  
  I am rejecting this response because:  The Carrier records are not correct in regards to warranty work performed.  I shared this information with the **************** Representative on the 4/10 phone call as well (case number 04930329).  I have attached all of the invoices that total a diagnostics and labor cost of $2,152 paid by me starting in December of 2021.  My understanding of the warranty is not the issue; it is the amount of repairs required and my expenses incurred as a result of poor quality.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  Dear ***********************, 
  
  I have reviewed the invoices you have provided. Your service calls for 12/27/2021 and 12/12/2022 are a result of a blown fuse that resulted in a new contactor needing to be installed. There are many things beyond the control of a manufacturer that can cause a fuse to blow, voltage surges, overvoltage to name a few. Our warranty records do show claims filed for the failed TXV and Coil in 2022 and your most recent compressor replacement due to your breaker tripping. 
  
  I would like to engage our district service manager to review the prior failures and reach out to your dealer to discuss the root cause of the failures and determine a resolution. As soon as I receive an update from our service manager, I will be reaching out to you via your email: *******************. 
  
  I appreciate your patience as our service managers review your file. 
  
  Sincerely, 
  
  *******************; 
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************
  
  

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19997790
  
  I am rejecting this response because:
  

  I spoke with the Carrier representative referenced on 5/16/23 and answered all of his questions.  I have owned my house for over 23 years and have never had a blown fuse (HVAC or otherwise) so am doubtful that my electrical service contributed to the issues I have experienced.  I look forward to additional responses from Carrier when the research is complete.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6 I contacted a local, HVAC dealer who services Carrier air conditioning and heating units. Mine no longer would run the air conditioning because the button that turns on the *** a small plastic button on the side of it, broke off. I was told that the replacement part would be $600 which is outrageous. They said Carrier doesnt offer any lower end products when it comes to thermostat. They said I was sold the Lexus of air conditioning units which is ridiculous based on the functionality that it has. They blame this situation on carrier. **************** did not provide a written estimate and they did not provide a detailed invoice of the work. I have just got off the phone with the company and they revealed to me that I was sold a $1134 thermostat. $600 was outrageous and now I am stuck with an $1100 thermostat. I feel that carrier and possibly **************** are ripping me off.

  Business Response

  Date: 04/24/2023

  Dear *************************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses and we do not control their pricing.
  
  If you would like to provide ** the model and serial number for all of your existing equipment including the new thermostat/interface that was installed in your home as well as the invoice for the new thermostat. Once we have your equipment information, I would be more than happy to reach out to our district service manager to review what thermostats would have been compatible with your equipment and determine the price range for the replacement systems.
  
  Please also provide the dealer/service providers name and phone number.
  
  Thank you for taking the time to reach out to ** regarding your experience.
  
  Sincerely,
  
  *******************
  Sr. **************** Specialist
  Carrier Corporation

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19946059
  
  I am rejecting this response because I wasn't sure which of the two BBB options (accept or reject) to include. I have provide the model and serial numbers in the attached document. As you can see, I created a detailed complaint. I will await your response before filing this complaint with other agencies.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2023

  Dear *************************, 
  
  Thank you for your recent letter providing your equipment information and background history with A-Comfort Services. 
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses and set their own business practices and pricing. 
  
  I have reached out to our district service manager and asked if they can confirm if A-Comfort Services has a working relationship with our Carrier Distributor, if so I have asked them to contact your dealer and obtain an itemized invoice outlining the service fee, travel/fuel fee, Labor cost as well as the thermostat cost. I have also asked if they could provide a breakdown of compatible thermostats that would have worked with your system, so you can review this further with A-Comfort Services. We unfortunately cannot set their pricing, but our service managers can review their business practices/procedures if they are still an associated dealer of ours.  
  
  I will follow up with you via email ******************* once I have received an update from our service manager. 
  
  Sincerely, 
  
  *******************
  Sr. **************** Specialist
  **********************
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my unit was about 3 years old when it stoped putting out hot/cold air. During November 2022 the motherboard on our four unit mini split system died. If i didn't have a secondary source of heat, which i should be noted, is being pushed by both carrier and the government we would have frozen to death over the winter. It is April 2023 now and we are being told it will be at least another 2 months till it comes in. this is the fourth time it has been delayed and this is criminal! Not only should they be responsible for the labor that it's going to take to replace the motherboard (which they are not) now they are trying to put off a larger, less efficient, refurbished unit on us as a replacement. If I call them right now to install a new unit I would have one within the week, why am I not able to get a replacement motherboard inside of 6 months! I am seriously considering legal action because you cannot warranty a product and then try to push the warranty back until it's no longer inside the warranty window, which is what this feels like. Terrible company that I will never work with again short of compensation for not only our time but for the extra money that I have had to spend using alternative sources of heat this winter.

  Business Response

  Date: 04/21/2023

  Dear *************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  We have reached out to the local distributor and obtained your dealers PO # *******.  We have been advised ************* part # ************** is available for the contractor to pick up in ********, **. The ************************** part# ********A41190 is currently back ordered and shipping from overseas via vessel and has an estimated ship date Mid July. Due to the extended lead time, we have sent your customer service case ******** out to our district service manager to determine if there are any alternate options like another equivalent board that can be used in its place. 
  
  As soon as we receive an update from our district service manager, we will reach out to you immediately. 
  
  We appreciate your patience as we escalate this matter. 
  
  Sincerely, 
  
  *******************;
  Sr. **************** Specialist 
  ********************** 

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Carrier furnace on 10/22/2010 which came with lifetime warranties on the primary and secondary heat exchangers. On 3/19/23, my furnace stopped working. I contacted Carrier Corporation and their authorized dealer, ***************, and informed them that I suspected a heat exchanger was bad. Upon the direction of Carrier Corporation and *******************, I paid a technician to come to my house on 3/22/23 to diagnose the problem. The technician told me that the secondary heat exchanger was bad and needed to be replaced. The technician also told me that the primary heat exchanger needed to be replaced in order to replace the secondary heat exchanger. The technician told me that only parts were covered under the warranty, and that the labor would be $1400 to replace both. Upon reading the warranty documentation that accompanied my furnace more thoroughly, both heat exchangers are covered under the warranty. Specifically, the secondary heat exchanger coverage included parts and labor, while the primary heat exchanger warranty only covers parts. But, as mentioned above, the technician told me that replacement of the secondary heat exchanger required the replacement of the primary heat exchanger, and he told me that labor was included for neither. This is a clear violation of the warranty documents. If labor and parts are covered for replacement of the secondary heat exchanger, but replacement of the primary exchanger is a necessary step in the replacement of the secondary exchanger, then by default, labor and parts should be covered for replacement of both exchangers. I spoke with Carrier Corporation (case # ********) and their licensed dealer multiple times to try and resolve this dispute, unsuccessfully. As required per the warranty document, I have notified Carrier Corporation via certified mail. I am filing this complaint with the BBB in the hopes that this can be resolved more promptly. I currently have no furnace and am using space heaters to warm my home.

  Business Response

  Date: 04/03/2023

  Dear *************************, 
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
   
  The warranty Carrier provided on Model: 58UVB060---12114 Serial: ********** was a limited ten-year parts warranty from the date the equipment was installed. As well as a lifetime warranty on the primary and secondary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc... 
  
  In certain instances, Carrier elects to offer labor allowances or other discounts for specific components and/or products in addition to the parts coverage provided by the limited warranty. These special offerings go above and beyond our limited warranty commitment. As a settlement to a class-action lawsuit Carrier Corporation agreed to pay the labor coverage for the replacement of the secondary heat exchanger only on certain models. I can confirm that your unit does qualify for the labor warranty enhancement.
  
  Based on the case opened with our ******************** **********, you requested that Carrier send you the replacement parts directly, in which we advised we are not able to do that. In order to obtain a warranty part, a licensed HVAC technician who has a working relationship with our distributor must file a claim and return the failed part back to the distributor in order to receive credit for the part. 
  
  Once your dealer has obtained the replacement parts and completed ***********, please ask them to file a warranty claim for the primary and secondary heat exchanger. Once *********** has been completed and a warranty claim submitted, please provide a paid itemized invoice showing the labor rate for both the primary and the secondary. Once we have received the itemized invoice we will submit for reimburse for the secondary heat exchanger labor only. 
  
  Sincerely, 
  
  *******************
  Sr. **************** Specialist
  **********************

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19882668
  
  I am rejecting this response because:

  The character limits prevent me from including my entire response in this form. Please refer to attached letter titled "4-6-23 response to Carriers 4-4-23 response". Additionally, please refer to the attached quotes, warranty document, and class-action lawsuit settlement regarding secondary heat exchangers. If Carrier is to respond, I request that they respond using only the terms dictated in their written warranty and class-action lawsuit settlement. 

  To summarize, Carrier and their authorized dealer have thus far refused to provide a resolution that is in compliance with their warranty, in compliance with the class-action legal settlement, or that is even marginally fair or reasonable. I have offered several options to resolve this dispute fairly in my attached letter. If Carrier is unwilling to accept any of the options I've included in this response letter, I would request that BBB provide information about facilitating binding arbitration to resolve this dispute. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 04/19/2023

  Dear *************************,
  
  The warranty Carrier provided on Model: 58UVB060---12114 Serial: ********** was a limited ten-year parts warranty from the date the equipment was installed. As well as a lifetime warranty on the primary and secondary heat exchanger. The manufacturer warranty does not include diagnostic fees, labor, refrigerant, maintenance, etc...
  
  AS previously stated as a settlement to a class-action lawsuit Carrier Corporation agreed to pay the labor coverage for the replacement of the secondary heat exchanger Only on certain models.
  
  Based on the case opened with our ******************** **********, you requested that Carrier send you the replacement parts directly, in which we advised we are not able to do that. In order to obtain a warranty part, a licensed HVAC technician who has a working relationship with our distributor must file a claim and return the failed part back to the distributor in order to receive credit for the part.
  
  Your most recent call on 4/5/2023 stats your dealer has been unwilling to respond to your attempts to contact them for repair. In order for a repair to be completed you must work with an authorized dealer. If you are needing assistance locating a dealer to complete the repair, we would be more than happy to provide a list of dealers. 
  
  Depending on the dealer, they may recommend replacing the primary while they are replacing the secondary as the primary heat exchanger has to be removed in order to replace the secondary heat exchanger. If you would like to have only the secondary heat exchanger replaced, you will need to ask the dealer you select to work with to only replace the second. 
  
  Once your selected dealer has obtained the replacement parts and completed ***********, please ask them to file a warranty claim for the secondary and/or primary heat exchanger. Once *********** has been completed and a warranty claim submitted, please provide a paid itemized invoice showing the labor rate broken down between the labor for the primary and the secondary if both are replaced. Once we have received the itemized invoice, we will submit for reimburse for the secondary heat exchanger labor only.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation 
  Email: ******************************
  
  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19882668
  
  I am rejecting this response because:
  As you acknowledge in your response, replacement of the primary heat exchanger is not required to replace the secondary heat exchanger, which is covered under warranty for parts and labor. My problem is that I have been unable to find an authorized dealer who is willing to replace only the secondary exchanger, which is the only exchanger that has failed as per my diagnostic from an authorized dealer. Every local dealer Ive spoken with will only replace the secondary if they also replace the primary (which is not broken), they all want to charge an unreasonable labor flat rate to replace the not broken primary heat exchanger, and none of them have agreed to itemize labor for secondary versus primary replacement. So Carrier has thus far only offered me an impossible resolution because none of their dealers will fix what is broken under warranty without requiring me to pay additional, unjustified costs for additional and unnecessary repairs. My previous offer to provide me with only the parts was simply an attempt to resolve this dispute fairly since neither Carrier nor any of their local authorized dealers have offered me the repairs I need, and only the repairs I need. I would ask that Carrier provide me with the name and number of a local authorized dealer who will replace my failed secondary heat exchanger only, under warranty as required, and who will not try to extort me into paying additional money for unnecessary work. If Carrier cannot locate a local dealer who will perform the necessary repairs under warranty without also forcing me to pay extra for unnecessary work, then I would expect Carrier to pay for the unnecessary extra work that their dealers are trying to force me to pay for. It is the responsibility of Carrier and their authorized dealers to honor their warranty. To date, nobody has honored their warranty to replace my failed secondary heat exchanger. Thats all I want. I just want my failed secondary heat exchanger replaced under warranty as is required by the warranty. But so far everyone is refusing to do this. Carrier should and likely does have the power to influence one of their dealers into performing this repair under warranty, as is required. But so far they havent done so. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/28/2023

  Dear *************************, 

  As we previously stated as a settlement to a class-action lawsuit Carrier Corporation agreed to pay the labor coverage for the replacement of the secondary heat exchanger Only on certain models.

  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses, and we cannot control their business practices / pricing. 
  
  Depending on the dealer, they may recommend replacing the primary while they are replacing the secondary as the primary heat exchanger has to be removed regardless in order to replace the secondary heat exchanger. If you would like to have only the secondary heat exchanger replaced, you will need to ask the dealer you select to work with to only replace the second.
  
  Your latest response stats you have not been able to locate a dealer willing to replace just the secondary heat exchanger. Please provide a list of the names and phone numbers top the dealers you have already contacted, and I would be happy to reach out to our district service manager to see if there are any other dealers, they can recommend completing ***********. 
  
  Sincerely, 
  
  *******************;
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19882668
  
  I am rejecting this response because:

  Per your request I have reached out to five separate authorized dealers in my area. None of the dealers will replace only the secondary without also charging an arbitrary flat labor rate to replace the primary heat exchanger. The local dealers I've contacted are as follows: Restano Heating and Cooling, ***************, ***********************, ******* Systems, and ********* Comfort Solutions. None of these dealers will replace only the secondary heat exchanger without also replacing the primary heat exchanger, and none of them will agree to itemize the labor costs between the primary and secondary heat exchanger replacement. So, in summary, none of Carrier's authorized dealers in my region will perform the necessary warranty repairs or provide the information that Carrier Corp is demanding I provide to be reimbursed for the warranty repairs. 

  I'm tired of running around in circles trying to meet impossible demands of Carrier Corp. At this point, I am requesting that Carrier Corp arrange and pay for a local authorized dealer to replace my secondary heat exchanger. If they must replace the primary heat exchanger in order to replace the secondary heat exchanger, then I am requesting that Carrier Corp also pays for the primary replacement. I really see no other option at this point. Since none of the authorized dealers will perform the warranty work and only the warranty work, I'm stuck being unable to have my furnace repaired. Carrier Corp should be taking care of this in accordance with their warranty and their class-action lawsuit settlement. 

  I would also request that Carrier provide me with the name and number of a regional company representative, service manager, or warranty specialist that I can speak to regarding these problems. This back and forth via the BBB has thus far been a complete waste of time.

  This issue needs to be resolved. I have no furnace and my family's safety is being compromised daily by the continued use of space heaters because of Carrier's refusal to honor their warranty. Carrier can absolutely resolve this issue, but they have so far refused to provide any option that can actually be achieved. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2023

  
  Dear *************************,
  
  I am sorry to hear the dealers you have contacted are unwilling to replace just the secondary heat exchanger. Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses, and we cannot control their business practices / pricing or force them to complete a specific request.
  
  As we previously explained, Dealers may recommend replacing the primary heat exchanger while they are replacing the secondary as the primary heat exchanger MUST be removed regardless in order to replace the secondary heat exchanger. If you would like to have only the secondary heat exchanger replaced, you will need to find locate a Carrier dealer willing to only replace the secondary.
  
  As we previously stated as a settlement to a class-action lawsuit Carrier Corporation agreed to pay the labor coverage for the replacement of the secondary heat exchanger only on certain models.We have determined your model qualifies. We as the manufacturer will stand by hand the Secondary Heat Exchanger warranty and labor allowance. Our decision remains unchanged and will not provide any additional compensation or concession beyond the limited only parts warranty and the labor allowance granted for the secondary heat exchanger only from the class-action lawsuit.
  
  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19882668
  
  I am rejecting this response because: your response has proven entirely impossible to implement in reality, and Carrier has offered me zero assistance in facilitating a repair through one of their dealers, and has also thus far refused to put me in contact with any sort of regional service manager. Therefore, the warranty you claim to stand behind and the requirements of the class action lawsuit settlement you claim to abide by, are not possible to implement because NONE of your local dealers will perform the required work, and Carrier Corp has refused to facilitate these repairs through their network of authorized dealers. Thus, Carrier has shown me that they are unable and/or unwilling to honor the requirements of their warranty or the class action lawsuit settlement. Buyer beware! Carrier and their authorized dealers hide behind each other and blame each other for their inability to honor their warranty. Their warranty is a complete sham. What good is a warranty if the company will not perform the work? The warranty is just as worthless as the company that is supposed to honor it. Due to carriers inability or refusal to honor their warranty, I will incur damages to repair or replace my furnace on my own and will seek reimbursement of these damages through small claims court. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

  Dear *************************,
  
  As we previously stated as a settlement to a class-action lawsuit Carrier Corporation agreed to pay the labor coverage for the replacement of the secondary heat exchanger ONLY on certain models.
  
  Carrier Corporation is the manufacturer of heating, air conditioning and ventilation equipment; we go to market through a distribution channel. The distributors, in turn, sell our products to dealers and contractors within their territories. The distributors, dealers and contractors are all independently owned and operated businesses, and we cannot control their business practices / pricing or force a dealer to complete a repair. 
  
  Depending on the dealer, they may replace the primary while they are replacing the secondary as the primary heat exchanger needs to be removed regardless in order to replace the secondary heat exchanger. If you would like to have only the secondary heat exchanger replaced, you will need to ask the dealer you select to work with to only replace the second. Again, we cannot force a dealer to complete a repair a certain way, you as the homeowner and dealer would need to come to an agreement. 

  We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, our decision remains unchanged, no compensation or concessions beyond the original limited parts warranty and class-action coverage and will be extended to you.

   

  Sincerely,
  
  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

   

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kidde smoke alarm (Kidde is a division of Carrier). The alarm was broken from the start. Once powered on it flashed a yellow fault indication. All attempts to troubleshoot based on the manual and website have been fruitless. Multiple attempts to call Kidde/Carrier have gotten no answer. Multiple attempts to e-mail Kidde/Carrier have resulted in no response except a single automated response saying to search the articles on their website for a solution. The alarm was supposed to be warranted for 10 years, but the alarm did not even last ten seconds.

  Business Response

  Date: 04/11/2023

  Dear ***************************, 

  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.

  I have reached out to our team who handles the Kidde Smoke Alarm. They started on they had reached out to you via phone on 3/27/2023. If they have not been able to help find a solution, please reach back out to us and I will get you in contact with the appropriate department. My contact information can be found below.

  Sincerely, 

  *******************
  Consumer Liaison-Executive Offices
  Carrier Corporation
  Phone: ************
  Email: ******************************

  Customer Answer

  Date: 04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb 2021 2 Carrier HVAC units were installed in our building. In May 2022 the ************ went out on the larger of the 2 units, $1850 to repair. In March 2023 the blower motor went out again on the same unit. The lead time for the part is 3 months.I called Carrier but because we are not a HVAC company they refuse to discuss this with us, they insist we have our HVAC company deal with them but we are paying the bill and on the hook for a unit that has now failed twice in 10 months.

  Business Response

  Date: 03/27/2023

   Dear *****************************,
  
  On behalf of Carrier, I am very sorry to learn of the problems you have experienced with your equipment.
  
  From our records I do not show any prior communications/ cases made to our *************************** ***************) regarding your equipment issues.
  
  In order for us to properly review your case we will need:
  
  - the model & serial numbers of your equipment
  - installation date of the equipment
  - name and phone number of installer
  - name and phone number of current servicer
  - current diagnosis
  - any/all maintenance and service documents
  
  If you can please provide us with the information requested above, we can then review your case.
  
  Sincerely,
  
  *******************
  Consumer Liaison-Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19623819
  
  I am rejecting this response because:

  Carrier previously refused to discuss this problem with me, I had offered all of the information they are now requesting, there is no previous corrospondence because they refused to accept any.

  We need our unit fixed, I will provide Carrier with the information they are now requesting but this is by no means a resolution, just more stalling from the company

  Sincerely,
  
  *****************************

  Business Response

  Date: 04/03/2023

  Dear *******************************, 

  I have received your email send to Carrier's *********************** and responded this morning with the list of information needing for us to investigate your matter further. In your response back to my email, if you would like to include the name and number of the office you stat you have contacted, I would be happy to look into the matter and see why your concerns were not address. 

  We look forward to your email response with your equipment information and records. 

  Sincerely, 

  *******************
  Consumer Liaison- Executive Offices
  Carrier Corporation
  Email: ******************************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19623819
  
  I am rejecting this response because:

  I have submitted all the requested documents, now we are waiting on the company to review. So far they have accomplished nothing, when and if they do I will accept the solution
  
  Sincerely,
  
  *****************************